AccountId: 011433970860
ContactId: d5147af8-8de7-45df-bf38-132b469831a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229050 ms
Total Talk Time (AGENT): 72137 ms
Total Talk Time (CUSTOMER): 88023 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/d5147af8-8de7-45df-bf38-132b469831a5_20250430T14:25_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, Ms. [PII]. This is [PII] calling. And I was wondering if maybe you could uh help me or write me to the right department where they can um let me know what office takes the insurance.
[AGENT][NEUTRAL] OK, I can help you with that. Um, what is your policy number?
[CUSTOMER][NEUTRAL] Yes, that is going to be 02.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 604-421
[AGENT][NEUTRAL] OK, hold on just a moment while I pull that up and while I'm pulling it up, can I get a good callback number just in case we're disconnected so so you.
[CUSTOMER][NEUTRAL] Yes, of course. It's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And do you mind verifying your date of birth and your address for me please?
[CUSTOMER][NEUTRAL] Yes, that is [PII]. My address is [PII].
[AGENT][NEUTRAL] And um your husband's email address.
[CUSTOMER][NEUTRAL] It's [PII]. His date of birth is [PII].
[AGENT][POSITIVE] All right. Thank you, [PII]. Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you're calling to.
[AGENT][NEUTRAL] To get a provider.
[CUSTOMER][NEUTRAL] I wanted to go to a clinic.
[CUSTOMER][NEUTRAL] Correct, a little, a provider. Um, but I was wondering if you guys would help me find one or would let me know if the place I wanna go accepts you and uh the insurance.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like of their network.
[AGENT][NEUTRAL] OK, let me check on some things. Hold on just a second.
[AGENT][NEUTRAL] And see if there's a.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] I'm not sure if there's a network with this one or not. Let me check and see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] I'm sorry my system's going real slow.
[AGENT][NEUTRAL] OK, um, yeah, this policy doesn't have a network. You can go to anyone you want to with this policy. It's just up to them if they will bill it for you or not. That's the difference.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But we, we pay the same no matter where they go.
[CUSTOMER][NEUTRAL] Um, because I remember I had
[CUSTOMER][NEUTRAL] Oh OK, um, because I had uh also called my kids' pediatrics and they just told me to call you guys just to verify they were in network and they gave me their tax ID as well.
[AGENT][NEUTRAL] Mhm, yeah, uh, just let them know that there's no network it's just up to them if they, they wanna build it for you or.
[AGENT][NEUTRAL] If you have to build it yourself.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so there's no network that means I can just go to wherever and well not wherever but like as long as they're uh able to bill it.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes ma'am mhm.
[AGENT][NEUTRAL] All right. Is there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] OK, sounds great. I really
[CUSTOMER][POSITIVE] No, that'll be it. Thank you so much.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a wonderful day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you.